claim not responded to

I reported my handbag ****** on the 8th May 2015, I called in and was asked to send in an affidavit and ID copy which I did. But I've been calling since to find out how far the process is but I keep getting told that I must wait for an SMS till this day no response. I'm really unhappy because I'm paying my account monthly and also included insurance on it but I'm not getting any feedback.